Posts tagged customerservice

Google isn't exactly known for interacting directly with its customers, but according to TechCrunch, the company wants to change that -- if you're looking to a buy a new gadget. Apparently, Mountain View has started testing a service on the Play Devices page that connects you to a Google Device Ex...

Years of being dinged for ineffective and unresponsive customer service may be catching up to Comcast, which is finally responding with some much-needed tweaks. Charlie Herrin became its SVP of Customer Experience in September, bringing new features to the My Account app (iOS, Android) that track ...

When it comes to offering great customer service, Comcast's reputation on the matter is far from being healthy. Every now and then, the company gets put on the map for making its subscribers go through rather tedious experiences -- to get an idea, just listen to the recording of this call. But Com...

Carrier IQ has let customer service reps diagnose smartphones from afar with its IQ Care software for a while, but now the solution has been given a worldwide release. By wielding IQ Care (and asking a phone owner's permission, we're assured), technicians can see device-specific stats such as a ba...

One doesn't have to look far to find my true feelings on just about any company. PayPal, in particular, has been on the wrong end of many examples of customer service gone horribly wrong. After lambasting the payments outfit once more following a gaffe I discovered while interviewing Infinitec co-...

We don't know if this has customers' interests at heart, or if AT&T's call center staff were just sick to the eyeballs of having to explain people's bills to them, but the end result is the same either way. Folks who join AT&T or switch to a new plan are now increasingly being offered "vid...

Allow me to explain how two discussions started off in very similar ways, and ended... shall we say, differently. This is me, attempting to muster any sort of pleasantness in my voice at some ungodly hour of the morning on a Google Voice connection from Dubai back to the US: "Hey! I'm having to cu...

When you're running late, you're weighed-down with DIY in-flight entertainment and your gate number gets switched at the last minute, the last thing you need is a real-life human trying to be helpful. The Port Authority knows that, which is why it's promising to install "computerized, hologram-lik...

Worried that Samsung is too busy selling millions of devices to care about you, the individual consumer? Fear not, for the company has released an app to prove its unconditional dedication to your happiness, and it's appropriately called Samsung Cares. The program serves as a hub for online suppor...

The importance of privacy has been dwindling for quite some time, and smartphones have become one of the biggest culprits. Allegations against Carrier IQ, location-based tracking, the recent concerns about Path snatching up iOS address book information -- all of these are just a few examples of mob...

T-Mobile USA CEO Philipp Humm sent word to his employees today that the company will be shuttering seven call centers, cutting a total of 3,300 jobs in the process. Affected employees will have the option of relocating to any of the 17 remaining call centers throughout the country, where 1,400 new ...

A partnership between Microsoft and customer service company 24/7 may not exactly sound like the most exciting proposition on the face of things, but the two are making some fairly lofty promises, and Microsoft seems to be making a serious investment in the initiative. As ZDNet's Mary Jo Foley repor...

Many Japanese thumbs still love that classic ten-button keypad, so they should feel right at home on the newest model in KDDI's designer Infobar range. The 3.2-inch, 854 x 480 touchscreen shows off the same tile-based custom UI as last year's A01, once again running on top of Gingerbread and a sing...

The people (and government) have spoken and Verizon has listened -- and issued a press release. The carrier has officially backed off of the "single payment fee" that drew almost universal ire amongst subscribers and nabbed the attention of the FCC. Says Verizon Wireless CEO Dan Mead, "we belie...

Just like hard working humans, giant companies like to get paid consistently and on time for services rendered. But Verizon's method for motivating customers to pay up -- in the form of a $2 convenience fee -- isn't sitting so well with consumers, or the FCC. A Federal Communications Commission o...

A couple of years back, AT&T offered select customers a $25 prepaid MasterCard to switch their billing over to autodraft. Soon, Verizon Wireless will be following Sprint's footsteps and charging you for every month that you aren't using that very system. Tactical differences aside, the leaked...

Love getting others to fix your computer, but hate the nuisance of putting on pants and leaving your house? Great news! Microsoft has launched an online version of its in-store AnswerDesk tech support, letting customers get the help they need from the comfort of their own busted computer. You can...

Admit it: Whether it is born of a desire to vindicate yourself using the opinions of another or because you just sharpened your claws and are eager to rip said opinions to shreds, sometimes you just love to read a juicy rant. Love them or leave them, we all have opinions and tend toward sharing t...

What Dell can give, it can taketh away. That's the story with the Streak, which has quietly vanished from retail as well as the outfit's online storefront. We first got wind of this when a tipster wrote in to say he had spoken to a company employee, who said the 5-inch Android tablet / phone ha...